Senior Director Sales & Service

Who We AreAt KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com. .What You Get To DoThis role leads the commercial and operational strategy for aftermarket services, including Sales & Service, Spare Parts, and Digital Services. The Senior Director will be responsible for driving revenue growth, customer engagement, and operational efficiency while aligning with North American strategic goals in collaboration with Senior Leadership stakeholders.Essential Functions and Responsibilities:To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Lead the team responsible for aftermarket service sales, contract renewals, and customer relationship management. Oversee parts pricing, inventory management, and fulfillment strategies to optimize margins and customer satisfaction. Drive adoption and integration of digital service offerings, including remote diagnostics, predictive maintenance, and customer portals. Work closely with executive leadership to align commercial strategies with North American business objectives. Analyze customer data and market trends to identify growth opportunities and service innovations. Implement tools and processes to improve forecasting, pipeline visibility, and sales productivity. Serve as a senior escalation point for critical customer issues, ensuring swift resolution and proactive communication. Perform all other duties and responsibilities as assigned. What You HaveBachelor’s degree in business, engineering, or related field required. MBA preferred. 10+ years of experience in aftermarket sales, service operations, or commercial leadership, ideally within the material handling, automation, or logistics technology sectors. Strong knowledge of material handling equipment, spare parts lifecycle, and digital service platforms used in warehouse and distribution environments. Demonstrated success in growing parts and service revenue streams for automated systems and capital equipment. Experience with digital transformation in industrial settings. Familiarity with ERP and CRM systems (e.g., SAP, Salesforce) used in material handling operations. Proven ability to collaborate with executive leadership to drive strategic initiatives across North America. Strong background in optimizing processes, managing budgets, and improving performance metrics. Skilled in navigating complex organizational dynamics. Exceptional communication skills—both verbal and written. Working Conditions and Environment:Authorization to work in the U.S. Up to 35% travel required (domestic and occasional international). Ability to obtain passport and travel to Europe and CanadaPhysical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds. What You Will Get2 remote days per weekHalf day FridaysA beautiful new, state-of-the-art, office complex in Kennesaw, GAIndustry competitive compensationGreat benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!401k with a very generous employer match and no vesting!Paid Vacation & HolidaysProfit SharingPaid Parental LeaveSubsidized DaycareTuition ReimbursementPet InsuranceSubsidized food deliveryMonthly celebrationsQuarterly employee eventsCorporate Social Responsibility including recycling, sustainability and volunteeringKNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”